I've been a customer with Coolblue since 2010 and have ordere for close to EUR 25.000,- (added up the totals just now), both for private and business purposes.
Never had any issues with them. All returns, problems, questions, etc. have always been handled satisfactory, efficiently and with underlying technical knowledge and understanding of the product in question.
The in-house technical knowledge aspect has diminished quite lot the recent years, but as long as they managed to get the results with their own service providers - I was happy.
Recently, I tried to exchange an iPhone Mini for the normal size iPhone.
As I'm sure everybody knows, the return process is easy and smooth with Coolblue. You get a clear email with instructions and a prepaid Bpost shipping label.
Despite the fact that their website/FAQ notes that exchanges are dealt with the same business day as the incoming product arrives at their warehouses, I had not heard back 7 days after the Bpost tracker showed that the iPhone was returned to Coolblue.
It took me more than 4 weeks of Facebook-ing, calling and emailing. Each time I got the same copy/paste reply: that the item was being processed and that I would get the replacement by the end of that week.
Suddenly I started getting answers to my queries that my "repair" was being processed and that the repair service provider was working on it. A communication mistake, they called it afterwards.
Suddenly, after close to 5 weeks, I got a 3 sentence message that my return package they had received was empty and that returns are at the client's risk and liability. As such, they could not help me any further and suggested contacting Bpost to file a claim.
I indicated not agreeing with the fact that I was responsible, seeing how they issued instructions that returns are only accepted when following their process and using their return label. The return label clearly indicates that Coolblue is Bpost's client and that Coolblue is both the sender (from my address) and receiver (at their address).
Additionally, I explained that Bpost demands that claims with regard to lost or damaged packages are made within 7 calendar days of receipt. It took Coolblue 27/28 days to let me know that the box they received was empy. As such, I informed Coolblue that even if I was liable for the return, it was due to Coolblue's lengthy internal process I was now unable to file such a claim in any case.
To both points above, Coolblue has had no answer and kept utilising the same copy/paste answer that the client is responsible for the return.
I contacted Bpost.
Within 2 days, Bpost had put together an entire file and informed me in a clear, constructive and helpful manner that (i) Coolblue is Bpost's sole client for this return and the "sender of record", (ii) that any damages claim can only be paid-out to Coolblue, (iii) that Coolblue had in fact already contacted Bpost with regard to this return and opened a file and (iv) that Coolblue had requested AND RECEIVED compensation for the lost iPhone.
I believe it doesn't need too much words from my side how much I was fuming at that point.
Best of all, Coolblue is now still continuing its reasoning that they are not responsible for the return and that I should contact Bpost to file a claim. They have never answered in any way, shape or form to answer the substantial claims.
As such, Coolblue has collected the purchase price of the iPhone twice: once from me and once from Bpost.
I have no phone, have spent close to 50 euros already in registered letters and spent a total of 20 hours emailing, calling and putting together a file.
For as long as I live, I will never ever order with Coolblue again and have my all my friends, family members and colleagues aware that they shouldn't either.
Claims have been filed and are pending with the consumer organisation Test Aankoop and the Economic Inspection of the Federal Public Service for Economy.